Jinniefer Castillo
Gurnee,United States
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Director of Operations
Brookdale At Home
08.2023 - Current
- Manages the Brookdale at Home (Home Care Agency) associated with a Brookdale Senior Housing community. The home care agency’s average monthly service hours provided are typically between 700 and 2000 hours. Ensures the efficient and effective operation of the Brookdale at Home (Home Care Agency) and interdisciplinary team process.
- Provides direct management of all Brookdale at Home (Home Care Agency) associates, which is typically 10 to 20 associates, including a BAH Scheduler Coaches, counsels, disciplines, and completes performance evaluations for staff. Ensures adequate staffing coverage for the provision of services on a day-to-day basis.
- Motivates associates through staff appreciation, recognition, and incentive programs. Promotes positive associate relations and resolves grievances.
- Provides orientation, training, and education to staff on an ongoing basis. Settings include classroom, in services, and situation specific training.
- Ensures that community and corporate policies are disseminated and followed by all Brookdale at Home (Home Care Agency) associates.
- Provides input into the development and implementation of the annual Brookdale at Home (Home Care Agency) budget.
- Works in conjunction with community associates and the administrator concerning the implementation and monitoring of agency services and clinical program, if applicable and per state regulations related to the Home Care Agency specifically.
- Ensures effective Quality Assurance Program.
- Partners with community administration in preparing for state survey or other regulatory processes.
- Markets the Brookdale at Home (Home Care Agency) agency to any appropriate audience.
- Coordinates clinical services for the agency, if applicable, and per state regulations.
- Responsible for the billing and scheduling of services or the delegation of such tasks. Coordinates alternative resources for associates and families.
- Manages documentation process to ensure completeness, accuracy, timeliness and compliance with guidelines. Complies with all Safety and Infection Control, Universal Precautions, and OSHA standards.
- Maintains current knowledge of national and state requirements for scope of practice, supervision, credentialing and ongoing competency. Assumes responsibility for ongoing continuing education and professional development.
- Consistently demonstrates sound judgment in the evaluation, planning, implementation and follow-up of the Brookdale at Home (Home Care Agency) agencies.
- Maintains positive relationships and rapport with coworkers, residents, family members and community personnel. Participates in the following community committees as appropriate: Daily Stand-Up Meeting, Collaborative Care and Resident Council.
- Participates in handling “on call” duties after hours and weekends.
- Responds to calls after hours and weekends in a timely manner.
- Available to staff working after normal business hours as a resource and manager.
Client Care Manager
Assure Home Assist, Inc
06.2022 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Developed new employees and on-going performance assessment of current employees.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Arranged transportation and documented details of discharge transition plans.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing and other enabling services for patients.
- Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Referred families to shelters, legal resources and educational programs.
- Consulted with manager on departmental policies and projects.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Personal Assistant
Strategic Adjustment Inc
04.2022 - 06.2022
- Displayed absolute discretion at handling confidential information.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Maintained appropriate filing of personal and professional documentation.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Organized clients' homes prior to arrival home and performed house-sitting duties.
- Kept detailed track of household and maintenance inventory and schedules.
- Managed pet care, phone screening, shopping and bill paying to provide clients with premium family time.
- Picked up and dropped off clients at airport.
- Monitored household expenditures and budgeted for groceries and household utility payments.
Office Receptionist
Wellness Solutions Sports Medicine & Rehab
01.2022 - 03.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
- Confirmed appointments, communicated with clients and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone or postal mail.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled and confirmed appointments and meetings for senior management team.
Customer Service Representative
North American Herbs And Spice
09.2021 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Nanny
Kenneth Nunes
06.2020 - 09.2021
- Supported children in play activities, meals and snacks, hygiene and socialization.
- Assisted with light housekeeping duties as well as running errands.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Built positive and nurturing environments to support child social and emotional growth.
- Prepared tasty, healthy meals for children to encourage good eating habits.
- Balanced playtime and limited screen time to support development of fine motor, gross motor and cognitive skills.
- Bathed, dressed and helped with teeth brushing as part of bedtime preparation.
- Monitored schedules to maintain sleeping, eating and school schedules for children.
- Assisted children in dressing appropriately for day's activities.
- Organized extracurricular schedules for sports and classes and provided safe transportation to different events.
- Coordinated field trips to local parks, fire stations and zoos.
Residential House Manager
NTG Capital
10.2014 - 03.2020
- Coordinated holiday parties, cocktail parties and small gatherings for household.
- Displayed absolute discretion at handling confidential information.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments and arranging transportation.
- Managed pet care, phone screening, shopping and bill paying to provide clients with premium family time.
- Organized clients' homes prior to arrival home and performed house-sitting duties.
- Picked up and dropped off clients at airport.
- Coordinated and planned vacations for family.
Personal Assistant
Dr Jaleh Mirza
01.2012 - 01.2019
- Displayed absolute discretion at handling confidential information.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Responded to emails and other correspondence to facilitate communication between employer and vendors.
- Maintained appropriate filing of personal and professional documentation.
- Arranged domestic and international travel plans and itineraries.
- Kept detailed track of household and maintenance inventory and schedules.
- Organized clients' homes prior to arrival home and performed house-sitting duties.
- Picked up and dropped off clients at airport.
- Informed vendors and contractors of client project requirements to foster client satisfaction.
Assistant Manager
Panera Bread
05.2007 - 02.2012
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
Education
Master of Science - Heathcare Administration
Purdue Global University
Lafayette, IN05.2024
Bachelor of Science - Health And Wellness
Purdue Global University
Lafayette, IN05.2021
Associate of Arts - General Studies
College of Lake County
Grayslake, IL05.2018
Skills
- Administrative Support
- Creative Thinking
- Phone Inquiries
- Outbound Calls
- Microsoft Power Point
- Goal Attainment
- Procedures Scheduling
- Organizational Systems
- Confidentiality Requirements
- Customer Relationship Management
Awards
Awarded as Office Employee of the Year , 2022
Timeline
Director of Operations
Brookdale At Home
08.2023 - Current
Client Care Manager
Assure Home Assist, Inc
06.2022 - Current
Personal Assistant
Strategic Adjustment Inc
04.2022 - 06.2022
Office Receptionist
Wellness Solutions Sports Medicine & Rehab
01.2022 - 03.2022
Customer Service Representative
North American Herbs And Spice
09.2021 - 12.2021
Nanny
Kenneth Nunes
06.2020 - 09.2021
Residential House Manager
NTG Capital
10.2014 - 03.2020
Personal Assistant
Dr Jaleh Mirza
01.2012 - 01.2019
Assistant Manager
Panera Bread
05.2007 - 02.2012
Master of Science - Heathcare Administration
Purdue Global University
Bachelor of Science - Health And Wellness
Purdue Global University
Associate of Arts - General Studies
College of Lake County
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